# Dispute evidence record checklist Praxis by Superalignment, dispute evidence desk. Version 1, dated 2026-09-07. Use this before you open the evidence form. It is written to be useful whether or not you ever send us a case. Nothing in it is confidential and nothing in it is a legal opinion. The bank decides the case, not the packet. What this checklist does is make sure the fields the form asks for are not blank, and that you know which ones cannot be filled at all. --- ## 1. The eight records, before anything else Mark each one present, partial or missing. If four or more are missing, the honest answer is usually that this case cannot be answered well and your time is better spent on the capture gaps at the bottom of this file. | # | Record | Where it usually lives | Present / partial / missing | |---|---|---|---| | 1 | Dispute notice with reason code, disputed amount and response deadline | Payment platform disputes page, and the notification email | | | 2 | Order record export: line items, discounts, timestamps | Store admin, order detail page or an orders export | | | 3 | Gateway transaction detail: AVS result, CVV result, 3D Secure result if requested, device and IP if recorded | Payment gateway transaction view, or the order's risk analysis panel | | | 4 | Carrier tracking history and proof of delivery, including the delivery photo or signature where one exists | Carrier tracking portal, or the third-party logistics export when the warehouse buys the label | | | 5 | Complete customer message thread across email, chat and SMS, unedited | Helpdesk inbox, live chat archive, SMS platform | | | 6 | Refund, exchange and store credit history for that customer | Store admin customer page, and the returns app if you use one | | | 7 | Returns, shipping and terms pages as they read on the order date | Theme version history, your CMS revision log, or a web archive snapshot | | | 8 | Checkout record showing the customer accepted those policies | Checkout logs, order notes, or the order confirmation record | | Two notes that catch people out. - Record 7 is the version of the policy that was live on the order date, not the one live today. If you changed your returns window since the order, the current page is the wrong document. - Record 4 is the carrier's own record, not your fulfillment status. A store admin that says "fulfilled" proves you printed a label. --- ## 2. What each reason code type asks for Reason code names differ between card networks and platforms. These three are the categories you will recognize in your admin. ### Fraudulent transaction: "I did not authorize this purchase" - Proof the card details were verified: AVS result, CVV result, 3D Secure result if your checkout requested one - Proof the buyer is the cardholder: account age, prior orders on the same card, email or shipping address - Device and network evidence: IP address, device fingerprint where it is recorded - Proof the goods reached the cardholder: carrier tracking history, delivery photo, signature if signature on delivery was purchased - Contact after delivery: helpdesk and SMS threads, exported unedited, including anything the cardholder wrote once the package arrived ### Product not received: "The order never arrived" - Delivery to the address on the order, from the carrier's own record - The timeline from order to delivery, order timestamps and carrier scans in one sequence - Any delivery exception and how it was handled, from the warehouse notes and the carrier exception scan - What you told the customer about shipping: the shipping policy as it read on the order date, plus the order confirmation that was actually sent - Anything already given back: refund, exchange and store credit history ### Not as described: "It is not what was advertised" - What was advertised: the product page as it read on the order date, including the images and the size or material copy live that day - What the customer says they received: photos and messages in the helpdesk thread, exported unedited - Your policy and its acceptance: the returns policy version in force on the order date, plus the checkout record showing acceptance - Whether a return was offered or attempted: returns app or helpdesk record, and the carrier record of any return label created - Anything already given back: refund, exchange and store credit history --- ## 3. Formatting the submission Shopify recommends that evidence be legible in black and white, because many banks receive it by fax. Whatever platform you are on, that is a safe standard to build to, and it is checkable before you submit. - One document, one numbered index, exhibits in the order a reviewer reads them - No information carried by color alone. A red highlight becomes a gray box - No screenshot that needs zoom to read. Crop and enlarge instead - Every screenshot dated and labeled with where it came from - Timestamps in one time zone, stated once at the top - Redact nothing that the form asked for, and redact anything it did not --- ## 4. Deadline arithmetic Shopify states the evidence window is usually 7 to 21 days after a chargeback is filed. Work backward from the date in the notice, not from the date you noticed it. - Deadline in the notice: ____________ - Latest safe submission, deadline minus one business day: ____________ - Records requested from the warehouse or carrier on: ____________ - Carrier and third-party logistics replies can take days, not hours. Request record 4 first, before you start assembling anything else. --- ## 5. The gap note: capture fixes worth more than the case When a record is missing, write down where it should have been captured. This is the part that pays off after the case closes, whichever way it goes. | Missing record | Where it should have been captured | Change to make | |---|---|---| | 3D Secure result | At checkout, on card payments | Decide whether to request 3D Secure, and on which orders | | Delivery signature | When the shipping label is bought | Add signature on delivery above an order value you choose | | Policy as it read on the order date | Your CMS or theme version history | Keep a dated archive of the policy pages | | SMS thread | The SMS platform, which often prunes old threads | Set the retention window longer than your longest dispute window | | Warehouse exception notes | The third-party logistics system | Ask for exception notes to be pushed onto the order | --- Prepared by Praxis, the dispute evidence desk at Superalignment. Kevin Pantasdo answers questions about this file. A request through our intake is reviewed by a person and activates nothing.